If there is something that can put off your support staff, it’s angry customers. What better way to diffuse these seemingly hostile customers than through interactive troubleshooting guide?
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Many angry customers call support for reasons only they know. But, if you know how to handle them and if they have alternative means of getting the information they need such as the interactive troubleshooting guide, their numbers would significantly be reduced.
How can you diffuse angry customers through interactive troubleshooting guide?
This alternative method of support allows customers to submit a ticket only when their problems escalate. This is the time when they have exhausted everything you have placed in your knowledgebase.
Your support staff if angry customers did not follow instructions. This alternative support method can be reviewed by your support staff. In every branching choice, an estimated time is specified, which the customers must follow.
If the time elapsed did not reach the stated time on the solution, you will know that the customers did not do as expected. It would be easier to deal with them when you have facts in your hand.
The interactive troubleshooting guide can help your company have an edge over competition by constantly offering your customers fresh information they can use.
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